Customer Service Manager

John Dmytrow

*** *** **** ****** . ****** City, NJ 07307

201-***-**** h. . 201-***-**** c. . ****.*******@*******.***

Retail Manager

Staff Leadership & Training / Profit Optimization / Diverse Products and

Services / Customer Service

Dynamic, customer service-focused Retail Manager adept in orchestrating

retail operations, assessing performance, and deploying improvements to

boost profitability, employee success and overall efficiency. Resourceful

and articulate leader with experience conducting and facilitating

comprehensive training programs to convey corporate objectives and improve

staff performance. Expertise in conceptualizing and executing programs to

better align operations with organizational standards to optimize sales and

productivity. Excellent technical proficiency with most computer

applications.

OPERATIONS AND MANAGEMENT STRENGTHS:

SALES PROGRAM PLANNING / Visual Merchandising Expertise

IMPLEMENTATION Turnaround / Crisis Management

Cost Reduction and Avoidance Vendor Relations

Customer Service Excellence Staff Development Programs

Recruiting and Staffing Team Building and Leadership

Initiatives

Contract Development /

Negotiations

Professional Experience

SOUTH STREET SEAPORT MUSEUM - NEW YORK, NY

Manager, Visitor Services (2007-2009)

Oversaw all operations and maintenance of 4 museum buildings and two ships.

Directed repair and maintenance of HVAC system. Collaborated with vendors

and negotiated costs. Orchestrated event set-up, delegating tasks to

associates to ensure accurate, on-time completion of all details. Leveraged

Vista ticketing platform to improve customer service and reporting.

Compiled weekly sales reports, submitting them to Museum Director.

Conducted training sessions on ticketing system for staff.

Selected Contributions:

- Revamped Visitor Services and Reservations departments to improve

customer service and save on payroll expenses. Facilitated

integration of Reservations Department into Visitor Services

Department, aligning both entities.

- Realized $20,000 in cost savings by negotiating with vendors for

better prices on supplies.

- Reopened the gift shop to add more value to guest experience,

garnering about $2,000 in additional income weekly.

- Restructured the Supervisor positions to improve accountability within

departments.

Payless ShoeSource, Inc. - Tulsa, OK / Little Rock, AR / Elmwood Park, NJ /

Rockland, NY / Canada

Training Supervisor / Manager (1990-2005)

Promoted to direct training for up to 10 store locations while overseeing

daily operations at assigned store. Recruited and hired managers and

associates. Performed corporate orientations and trained employees on sales

principles, customer service skills and corporate standards. Conducted

performance reviews, implementing and working with employees on improvement

plans. Hosted presentations for multiple districts several times annually.

Attended weekly meetings with district managers. Provided exceptional

customer service to patrons in the stores. Implemented planogram use at

individual store locations to ensure effective merchandising. Innovated

sales strategies and tracked results. Devised staff schedule and managed

payroll.

Selected Contributions:

- Maintained shrink of less than 1%; decreased shrink in one store from

10.5% to 0.8%.

- Executed set-up of 4 new stores and managed shut-down of 2

underperforming locations.

- Contributed to team that introduced company to Canadian market.

- Instrumental in improving the training process, recommending visits to

several stores weekly whose managers were not on board with corporate

training platform.

- Developed and promoted 6 individuals to management positions.

Education

COURSEWORK IN BUSINESS MANAGEMENT . SAINT PETER'S COLLEGE - JERSEY CITY, NJ

Professional Development

MICROSOFT OFFICE . HORIZONS COMPUTER LEARNING CENTER, 2007 - ISELIN, NJ

E.F. Hutton & Co., Management Techniques I & II

Tulsa Real Estate Academies

Payless Shoe Source Training Seminars

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